Three weeks in the past, I wrote a couple of reader’s case with Etihad involving a sequence of cancellations, delays, and full operational mismanagement on the bottom, however we lastly turned this right into a Compensation Clinic.
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A reader from Germany reported a quite dangerous expertise with Etihad Airways on a current flight from Munich by way of Abu Dhabi to Bangkok, the place the airline didn’t adhere to any of the EC261 guidelines and I supported him in dealing with the grievance due to how outrageous all of it was.
Right here is my article from early October:
Reader E-mail: Etihad Airways Horrible Irrop Dealing with & Refusal To Comply with EC261 Guidelines
Following this complete ordeal the reader despatched in his compensation request to Etihad – IN GERMAN – but all observe up communication got here again in English. Unsure that’s a correct approach of doing enterprise to reply in a completely completely different language for correspondence.
His grievance with the demand for cost included reimbursement of all resort/switch prices and the EC261 comp of 600 EUR for the delay incurred on the transit level after the brand new ticket began.
Etihad apparently didn’t see it this fashion:
Expensive Passenger,Thanks for writing to us about your flight EY128 from Munich, which was delayed resulting from Munich Airport closure. We perceive that this precipitated a knock-on impact to your journey plans and we apologise for inflicting a delay to your journey.
Whereas we acknowledge your request for compensation, for the reason that delay resulted from circumstances past our management, the case sadly doesn’t qualify for compensation.
With reference to your request for reimbursement of additional bills, we wish to give you EUR 261. This cost will likely be made by financial institution switch and the quantity will replicate in your account inside 30 working days.
Alternatively, we wish to give you an Etihad Credit score Voucher of EUR 352. This may be redeemed on our web site and can be utilized by you, your loved ones, and associates for future Etihad flights or extras like upgrades, seats and luggage. The credit score is legitimate for 12 months and will likely be accessible as quickly as you settle for our provide.
To provoke the cost, please click on the hyperlink under and observe the directions to pick out your most popular choice. Should you want to settle for the Etihad credit score choice, please signal the Etihad Credit score consent type electronically.
Please reply to this provide by 11/11/2025 1:47 PM (Gulf Normal Time): Click on right here to proceed.
Complete lies. They’re completely accountable for the 600,00 EUR EC261 compensation as a result of the AUH-BKK flight was delayed resulting from a technical error, and the passenger was delayed by virtually 6 hours.
The ticket began anew following the cancellation with new flight numbers. And even below that new itinerary, not taking the preliminary 24h misplaced time under consideration in any respect, the delay was so vital that the passenger is entitled to EC261 compensation.
I suggested the reader to provide them yet one more likelihood to pay, after which give it to an lawyer in Germany to pursue.
Apparently, it took them about ten days, throughout which they apparently escalated the matter to somebody larger up who has the capability to contemplate all elements, together with the legal responsibility of the airline in authorized phrases.
Nevertheless, after they lastly despatched a reply this week, the airline agreed to pay the complete compensation:
I feel the e-mail remains to be a bit unusual in its phrasing. The bills incurred had been 261 Euro, and the EC261 Compensation is 600 Euro, so the mixed complete is 861 Euro. But the e-mail says they may pay 861 Euro along with the bills incurred by way of financial institution switch.
Additionally they provide a voucher valued at 1162 euros that can be utilized on Etihad flights and merchandise. I suggested the reader in opposition to this, not for a premium of 300 euros. Take the money cash and run. If the voucher was double than the money quantity, I’d perhaps entertain the concept, however not with such a small premium.
Conclusion
In dealing with a compensation case involving Etihad Airways {that a} reader confronted, the airline lastly agreed that it’s accountable for the compensation, regardless of initially denying legal responsibility in its first reply.
Are you able to think about how many individuals would have left it at that and never adopted up? In my view, each time an airline denies paying a legitimate declare, they need to routinely must triple the compensation.
On this case, Etihad was not answerable for the preliminary airport closure, and neither the passenger nor I might have anticipated EY to be held liable past its responsibility of care (none of which it offered as legally mandated). However when the following itinerary was delayed once more, they maneuvered themselves into legal responsibility. The preliminary case employee ought to know this, however I wager the denial technique is within the hopes that the claimant simply goes away.
Supply
